problems

===If you plan to use a computer in a hospital or university, it is important to check you can access Adobe Connect before the conference. Then, if you are having problems you can ask your IT department to sort it out beforehand.===

**Tips for participants and hosts**

 * Always use the fastest computer and the fastest internet connection you have
 * Close other applications that you do not use during the meeting
 * Use a USB-headset, or similar, and test your sound before the meeting

Cannot get the Adobe Connect room to open

 * Answer: Run a connection test by going to this web page
 * Check that software that prevents pop ups is disabled
 * Try using a different browser...so if you're using Internet Explorer, try Firefox and visa versa.
 * Clear the browser cache: click here for information on how to do that in Firefox; how to do that in Internet Explorer.
 * Turn off all other computer programs that you have open.
 * If you are using wireless internet either move next to the router, or move to a computer that is connected to the Internet via cable - wireless internet can make Adobe Connect unstable.

The Adobe Connect room appears to freeze

 * Answer: Quit Adobe Connect and log back in again.

The sound cuts out entirely

 * Answer: Close the Adobe Connect session and your Internet browser. Then reopen both to join the session.

**The sound is cutting in and out**
This is probably a connection speed issue.
 * Answer: Use a wired internet connection, or try to work as close to the wireless router as you can. Make sure you have set your connection speed in Adobe Connect to the type of connection you’re using.

Audio troubleshooting
If you still have any issues with your headphones or microphone, after completing the Audio Setup Wizard, try these troubleshooting solutions: > > The connectors are colour coded – usually green for Headphones and pink for Microphone (you can also use USB headsets), ensure they are fitted into their corresponding coloured socket at the back or front of your computer.
 * Ensure your headset is plugged into your computer correctly.

Headphones
(i.e. you cannot hear the music playing in Step 1 of the Audio Setup Wizard) > >>
 * Ensure your speakers are connected and turned on
 * Ensure the volume is set to an audible level and that mute is not ticked:
 * To check this, double-click on the Audio icon [[image:volume_ac.jpg]].
 * You can also check that the correct device is selected by right-clicking on the Audio icon and select Adjust Audio Properties.
 * Click on the Audio tab and select the device you have from the drop down if it’s not showing already. Uncheck Use only default devices.

Microphone
(i.e. you cannot record your voice in Step 2 of the Audio Setup Wizard) > >>
 * Ensure you select your microphone - this should correspond to the device you have plugged in. You may need to pick the current microphone from the drop down list. Often OP PC’s have a Realtek HD Audio Input if using the round Pink and Green plugs on your headset.
 * Ensure the Line In and Microphone volume is set to an audible level and that mute is not ticked:
 * To check this, double-click on the Audio icon [[image:volume_ac.jpg]].
 * If the Line In or Microphone options are not available, select Options > Properties and ensure volume controls are showing for each (in either Playback or recording).
 * As above, you can also check that the correct device is selected by right-clicking on the Audio icon and select Adjust Audio Properties.
 * Click on the Voice tab and check that the default voice recording and playback correspond also to the device you have plugged in.

> > > > > > > > > If the headset is Non-USB refer to steps 4 & 5, otherwise go to steps 7 & 8. > > > > > > > > > If you do not see the above settings try re-plugging in your headset, checking the plugs are in their correct places or plugging into the rear audio ports. > > > > > >
 * 1) Click **Start** or the **Microsoft Icon**
 * 2) Click **Control Panel:**
 * 1) Click the **Sound** icon:
 * 1) Check that **Headphones** has a tick beside them or the **Speakers** if using speakers:
 * 1) Check that **Microphone** has a tick beside it:
 * 1) Check that **Headphones** or Speakers have a tick beside them and that it is an USB device:
 * 1) Check that **Microphone** has a tick beside and that it is an USB device: